Master a conversation: reply, assign and change the status

📍 Where to find it: Inbox → (click on a conversation)

The conversation is the central screen where you talk with a customer, whatever the channel (website chat, WhatsApp, email…). There you reply, change the status, assign the discussion and organize the team's work.

How it works

Every incoming message from a customer creates or continues a conversation tied to their contact record. You type your reply in the bottom area and it goes out through the same channel. The status (Open, Pending, Resolved) helps you know what is left to handle. Everything is synced in real time across agents.

Step by step

1. Open "Inbox" in the left-hand menu, "Reply to customers" section.
2. Click on a conversation in the list to open it.
3. Type your message in the reply area at the bottom, then send (Enter or the "Send" button).
4. To write without sending to the customer, switch to the "Private note" tab: only your team sees it.
5. At the top of the conversation, use the "Resolve", "Pending" (snooze) or "Reopen" buttons to manage its status.
6. In the right-hand panel, choose the responsible agent ("Assigned to"), the team and the priority.

Good to know

• "Resolve" closes the conversation: it disappears from the open conversations queue but stays available to view.
• The "Assign to me" button takes the conversation on in one click.
• Private notes are perfect for leaving context for a colleague without bothering the customer.